ConfidenceLine

Service Features

ConfidenceLine™ offers the flexibility to allow an organization to choose the most effective means of providing employee access to the program.  

ConfidenceLine service options include:

     a)  1-800 CALL CENTRE

     b)  E-WEB REPORTING

     c)  ENHANCED SERVICE COMBINING: 1-800 CALL CENTRE & E-WEB REPORTING

CONFIDENCELINE HOTLINE

ESSENTIAL SERVICE [1-800 CALL CENTRE]

This program is suited for organizations wishing to enrol with an unbiased, independent service provider to facilitate concerns addressing workplace issues. 

Program includes the following:

• Global capabilities with toll-free North American coverage for a Client’s employees and affiliates
• 24 x 7, 365-day access
• Bilingual English/French services
• Multilingual capabilities
• Web based technology for secure incident reporting and report management
• Dedicated Interview Specialists Monday to Friday between 8:00am and 5:00pm MST
• Special instructions and referrals required to deal with any level of crisis
• Guidance and assistance with program implementation and ongoing customer service support to properly promote and monitor the effectiveness of the program
• Professional investigation and emergency response support by ex-law enforcement officers and trained investigators is available through our affiliation with Canpro Investigations

Occurrences are communicated to a designated contact within your organization. Issues are then managed within your organization with ConfidenceLine™ facilitating communications with the caller until the issue is resolved.

ConfidenceLine™ provides an additional benefit that is unique to this type of service, the ability to communicate with our Interview Specialists who are trained and experienced investigation professionals.  In the event a caller wishes to elaborate on a reported matter that is urgent or sensitive in nature such as theft, fraud or accounting irregularities the caller can contact ConfidenceLine™ during regular business hours, quote their caller Identification Number and ask to speak to an Interview Specialist.

Callers requiring reassurance can interact with our Interview Specialists in order to better understand due process, typical investigation procedures based on the circumstances of their particular concern, risk of exposure and what further evidence may be required to support their disclosure.  These Interview Specialists will further assess the risk and urgency of the call and can provide recommendations and feedback to the Client as to the appropriate level of response and approach to the required investigation.

REPORT MANAGEMENT

• An employee dials the ConfidenceLine 1-800 number to report the concern
• The interviewer asks a series of questions relating to the incident or concern
• An email alert is sent to the Client Designate to inform them that a new report has been received
• The report is stored securely on the web application only.  Only pre-determined Company Designates have access to the ConfidenceLine web application and reports
• The Client Designate communicates with ConfidenceLine directly through the messaging feature provided within the web application and can relay any further questions, instruction or communication required to the employee. The program allows for confidential storage of investigation notes for client purposes only

CONFIDENCELINE E-WEB REPORTING

ConfidenceLine™ offers a secure, state of the art, web reporting communications program and process that allows for direct and confidential communication between the caller and their employer. This communication tool permits the employee to anonymously log on to ConfidenceLine™ from a designated domain and communicate any concerns via a secure web reporting system.

The program easily leads the employee through the process, first asking them to choose a topic, then guiding them through a series of questions relating to their concern.  The employee is issued a User Name and Password to protect their identity  This password permits them to log back in at a later date to see if the company requires further information regarding the issue, or to receive an update on their report.  If required, communication can be scheduled in a “chat room” forum, whereby the Company Designate and the Caller can communicate in real-time.  Secure dialogue regarding the report continues until the company determines that the issue is resolved and/or the file is closed. 

This form of communication is directly linked with the company’s appointed Designate only.  It provides an alternative to employees when they feel disclosure to a third party may not be ideal.

As the e-Web application is hosted by ConfidenceLine™ but is without direct interaction by ConfidenceLine™, advanced intervention is not available should an organization choose to implement e-Web as the sole means of employee reporting.  However, in order to benefit from the added value of the Interview Specialist support, please review our Enhanced service option.

TECHNOLOGY

ConfidenceLine™ is a distributed enterprise class web application utilizing the very latest in technologies and hosting infrastructure:

• Designed and developed using the latest in Microsoft .NET tools and industry best practices
• 128 bit SSL standard
• Hardened OS
• IP discrimination for additional layer of application security
• SPI firewall with intrusion detection
• IPSec policies
• 24x7 network monitoring
• Fully redundant cluster based technology
• Daily patch management policy

HARDWARE & NETWORK

The ConfidenceLine™ application runs on state of the art hardware and networking infrastructure:

• Rack mount 2U Dual processor Xeon Intel architecture with complete redundant components standard
• Web farm infrastructure for complete scale-out capability
• Back-end cluster technology for core component and database services
• 3 Mbit symmetrical pipe
• Complete data center environmental control systems
• 99.9 % uptime

ENHANCED SERVICE

CONFIDENCELINE HOTLINE [1-800 CALL CENTRE] & E-WEB REPORTING

Our Enhanced program provides optimum access to employees by combining the 1-800 call center service with the e-Web reporting system.

This service is provided to help an organization demonstrate its commitment to its employees by ensuring that every person has a choice of access to the service that facilitates their individual needs.  The Enhanced model is about options and flexibility.